DELIVERY FAQ
DELIVERY FAQ
What courier companies do you use?
We use Royal Mail, Evri and DPD for deliveries within the UK and we use DHL, DHL Global Mail and Royal mail for deliveries to all other countries.
What countries do you deliver to?
We ship worldwide.
Do you ship to the United States?
If you want to ship to the United States, please switch to our “US” site by selecting the United States from our drop-down menu.
Do you gift wrap?
We do not currently gift wrap, however, your order will arrive in a Beautiful Awake packaging.
Do I have to pay customs and import charges?
If your order is being delivered within the UK you will not pay duties fees.
If your order is being delivered within the US you will not pay duties fees under $800.
I have been asked to pay a duty fee to receive my delivery - what is this for?
Some countries charge a duty or tax on packages imported from the UK over a certain value. If your Awake order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as Awake cannot be held responsible for any tax payments.
Do you deliver to PO Box addresses?
No, we cannot deliver to PO Box addresses.
Do you deliver to Freight Forwarding addresses?
No, we cannot deliver to freight forwarding addresses.
Do you deliver to BFPO/APO addresses?
No, we cannot deliver to military addresses.
Do you deliver to hotels?
Yes, we can deliver to your hotel (please let us know via notes or email).
Can I track my shipment?
Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number for DPD, EVRI, ROYAL MAIL OR DHL.
Can I change my delivery address once my order has been placed?
No details, including the delivery address can be changed. Your order can be cancelled or recalled and a new order will have to be placed using the new details.
I am based outside of the UK - can I pay with Klarna?
Currently, we are only able to make Klarna available to customers based in the UK.
I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?
These sometimes go into the spam/junk folders so please check this first and if you still do not have it, do email customer service at hello@awakestore.co.uk with your name and they will be able to help locate your order details.
My tracking number isn’t working, what shall I do?
Please allow 24 hours for your tracking number to activate as the number may not be valid until your order is picked up by the courier. If it's still not working, please contact hello@awakestore.co.uk with your name and order number.
EXCHANGES
Can I exchange my item?
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a refund for the original item, excluding the original cost of shipping in accordance with our Returns Policy.